Hiring Quality Analyst For BPO Operations | DRA Certified | GIFT City

Dear Candidate,

Greetings from Baroda Global Shared Services Limited!!

(A wholly owned subsidiary by Bank Of Baroda)

We are urgently looking for Quality Analyst for our tele-collection process based in GIFT City, Gandhinagar.

Job responsibilities

• Manage a team of Call Quality Analysts
• Provide coaching guidance and performance feedback and be able to manage shrinkage in team
• Responsible to design develop or assist in designing quality framework and procedure for contact center operations that align with internal/ external stakeholders needs and regulatory requirements
• Developing and maintaining quality assurance programs including sampling system, call monitoring, feedback and coaching program
• Provide regular reports to the senior management on quality assurance performance, include trends, issues and Corrective- preventive actions
• Work with CFT (Cross-functional team) to identify process/system improvement opportunities and develop corrective and preventive actions
• Creating content based on the Training needs identification Skills/ knowledge gap feedback received from operations and Quality.
• Work closely with Training team to conduct quality assurance policies, procedures and best practices
• Well versed with data analysis and interpretation
• Well versed with QC tools and Quality management system
• Conducting call calibration session with QAs and Responsible for minimize Measurement system variation
• Identifying improvement projects based on business needs and taking Continual/ radical improvement using 6 sigma, Lean, Kaizen, PDCA, Projects
• Responsible for achievement of SLA targets of Quality KRAs

Skill-set required

Qualification

• Any graduate / post graduate
• DRA (Debt Recovery Agent) certification mandatory

Work Experience

• Min 5 year of experience working in contact centre (BPO), Assistant Manager - Quality in Banking domain preferred

Technical Skills

• Team management skills
• Quality management Skills including
• 6 sigma, Lean, Kaizan and other Process improvement skills
• MS office skills (Excel, PowerPoint, etc.)
• Presentation skills
• Data analysis and interpretation skills

Behavioral Skills

• Excellent verbal, written Communication skills
• Familiar with Human and Team Management skills
• Eye for Detail - Ability to identify potential failure modes as far as competence is concern
• Analytical and Problem solving ability
• Good interpersonal skills
• Process and System, Result oriented
• Value integrity, Respect, customer centricity

Adoptability to a fast paced changing environment

Interested candidates can mail their updated resume to:

[email removed]

Regards,

HR Team - BGSSL